Overview
Intercom Fin is an AI support agent built into Intercom that automatically answers customer questions using your help center, product docs, and past conversations. It understands natural language, can take actions via Intercom workflows, and hands off seamlessly to human agents when needed, reducing support load while keeping answers on-brand.
Pricing
Per-Resolution Pricing
- Fin is primarily billed per resolved conversation, with pricing starting around 0.99 USD per Fin resolution on the lower tiers.
- A “resolution” is typically defined as a conversation fully handled by Fin without human intervention, with monthly minimums applying on some plans.
Bundles & Volume Discounts
- Higher-usage customers can negotiate bundles or volume discounts to reduce per-resolution pricing.
- Intercom packages Fin alongside its broader support, inbox, and automation products, so total cost depends on your Intercom subscription level.
Enterprise Plans
- Enterprise contracts include custom resolution pricing, SLAs, security reviews, and strategic onboarding to maximize Fin’s containment rate.
- Best suited for high-volume support teams that want to automate large portions of Tier 1 support while maintaining quality.
Key Features
- AI-powered support agent – Answers common questions, troubleshoots issues, and guides users using your help center and connected content.
- Knowledge ingestion – Syncs with Intercom Articles, websites, and external docs to keep Fin’s knowledge base up to date.
- Workflows & actions – Triggers workflows, tags conversations, routes to teams, and can collect data from customers inside chat.
- Safe, controllable answers – Admins can restrict sources, review example answers, and control what Fin can and cannot say.
- Omnichannel integration – Works across website messenger, in-app chat, and potentially other Intercom-connected channels.
Best Use Cases
- Tier 1 customer support – Handle FAQs, basic troubleshooting, and how-to questions before handing off complex issues.
- SaaS product support – Answer “how do I…” product questions using your help docs and in-app guides.
- Onboarding & education – Guide new users through setup steps and best practices without manual agent time.
- 24/7 frontline coverage – Provide instant support outside working hours while keeping human agents for escalations.
- Support cost reduction – Reduce ticket volume and average handle time for busy support teams.
Pros
- ✅ Deep Intercom integration – Native to Intercom’s inbox, messenger, and knowledge base, minimizing setup friction.
- ✅ Improves agent efficiency – Deflects repetitive queries and surfaces context when handed off to humans.
- ✅ Controllable and auditable – Admin tools for reviewing answers, limiting sources, and enforcing brand tone.
- ✅ Outcome-based pricing – Per-resolution model ties cost to successful automation rather than pure volume.
Cons
- ❌ Per-resolution costs can add up – High volumes of automated resolutions can become expensive without negotiated rates.
- ❌ Requires strong help content – Fin’s quality depends heavily on the accuracy and depth of your existing documentation.
- ❌ Locked into Intercom ecosystem – Only makes sense if you already run (or plan to run) your support on Intercom.
Official Website
Intercom Fin – Product page: https://www.intercom.com/fin
Release Date: March 2023
Last Updated: December 2025